You have created Territories, assigned them to Accounts using Realignment Rules. But when you create a Service Ticket on an Account, the Territories are not assigned to the Ticket.
SAP Hybris Cloud for Customer
Reproducing the Issue
- Go to Service work center.
- Go to Tickets view.
- Click on New and from the value help select an Account.
The Territory field is not auto populated as per the rules defined in Realignment Run for that Account.
There are no rules maintained for Tickets in the system which would automatically derive the Territories. If there are no rules configured, the Territory will remain blank.
There is no logic to default the Ticket Territory to the Account (Sales) Territory. Territory are determined based on the routing rules set under:
Go to the WorkCenter Administrator.
Go to the View Service & Social.
Choose the link Ticket Routing Rules.
Ticket, Account, Territory , KBA , LOD-CRM , Cloud for Customer , How To